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It was decided that to implement this feature, a task would be created whenever a respondent requests a follow-up (as offered in the survey). This was accomplished by an "after" business rule on the survey_response table. The condition is supposed to ensure that a task is created only for a matching survey, question, and answer combination:
- Rule Type: run on server after Insert or Update
- Condition:
current.instance.survey.name.match(/Customer Satisfaction Survey/g) != null && current.question.question_text.match(/follow up/g) != null && current.answer.match(/Yes/g) != null - Script:
Code Block // // open a task (grab instance name, then get the task survey, then the incident, then the assignment group) var instance = current.instance.sys_id; var survey = new GlideRecord('task_survey'); survey.addQuery('instance', instance); survey.query(); if(survey.next()) { newtask = new GlideRecord('task'); newtask.short_description = 'Customer Satisfaction Survey Follow-Up' newtask.parent = survey.task; newtask.assigned_to = survey.task.assignment_group.manager; newtask.cmdb_ci = survey.task.u_component; newtask.description = 'A follow-up has been requested for a resolved incident. Please liaise with the Contact of the Parent task.' newtask.insert(); }